Mattressesonline 

Hi

I bought a Silentnight mattress from Mattressesonline, the Silentnight Sofia 1200 Mirapocket Mattress, Double for £379.95. It arrived on Tuesday and 2-3 days later, I was not that happy with it and I rang Mattressesonline customer services. I was told I can not return the mattress as I was supposed to test it with the plastic on. I had not been told about this and said so. I discussed my other concerns that the awards posted on their website about the mattress seemed to be for a different mattress to the one delivered. The credentials were Which Best Buy May 2018 and Good Housekeeping Getting Greener. I was assured that the award claims were correct. I checked further on the Silentnight website and the claims seem to be attributed to a different mattress, the Silentnight Eco Comfort Pocket 1200 Mattress Double, £391.20 plus delivery. The tags on the mattress delivered to my home also said something different, ie Which Best Buy 2017 and nothing about the Good Housekeeping award so I am unconvinced that the Mattressesonline website is correct.

Overall, I would not recommend this website as there are too many inconsistencies with labelling and it is not made clear that one is not allowed to return a mattress unless the plastic packaging is not removed.

I am unimpressed so far and wished I had bought my mattress on the Silentnight website. The reason I didn't was because the Trustpilot rating on the MattressesOnline was 9.4. After my phone call to MattressesOnline customer services, I checked this and found that it is 6.6 on the Trustpilot website and it seems to have been increased on MattressesOnline website from 6.6 to 9.4.

I am not at all sure of what to do next. I was under the impression that one had a cooling off period of a couple of weeks if a purchase is made online, and I am still within that however it looks like I am stuck with this mattress until I buy another one in 7-8 years. Not the best experience.

I have contacted Trustpilot about the ratings inconsistency.

I found a Silent Night mattress in a shop, with a geltex topping. Was about to buy it and then went online and found exactly the same mattress for £200 cheaper from Mattressesonline.

Delivered on time, pleasant delivery guys

The mattress has been great (although that's not their responsibility they just sell it) and I'm really pleased with the saving

I bought a Silent Night Studio mattress. I also paid for them to take my old mattress away. Silentnight ask you to sleep on it for 14 nights. Although I bought a medium, it is too hard for me and it's giving me backache and I can't sleep, so I need to change it. I'm struggling to do my job properly from tiredness, which involves reports and dealing with numbers. I was not made aware that I would be unable to exchange the mattress sooner than this, which is extremely important when you have sent your old mattress back!

All I want is to change it for another one. I don't want a cheaper one, or a refund. How can they both be happy to be knowingly allow someone to be in so much paid?

Absolutely appalling customer service, and if I can avoid buying a silent night one, I will be.

I bought our previous mattress from them, but I will never be buying another one.

I used this company about a week ago and the service was excellent. I had a regular notification about the progress of my order. The mattress arrived as promised and the deliver chaps installed as required without any problems. If you are planning to buy a mattress, be aware that some of the companies in the UK have a habit of telling you that the item is in stock when it is not. This often true with beds and mattresses. One company wanted me to pay before checking their stock! If the item is not in stock and you want a refund you can waite for days for your money. This company performed very well and I am more likely to order from them again.

from start to finish no problems. quick response to emails... contacted by courier evening before via text and email with a 2 hrour time slot plus a phone call when they were 20 minutes away.

mattress absolutely brilliant

Great Service. Mattress delivered in less than 24hrs for free. Wonderful delivery service via pathergroup that called and emailed the day before and 30mins before deliver and even gave me useful info that I was delivery 5 and they were on delivery 3 so I could estimate time. Why can't all companies be like this?!

What a great experience - odered the mattress tuesday night and delivered thursday mornimg by two very charming individuals. Exactly what i ordered and a very happy customer.

Don't make my mistake read these reviews and form your own opinion. I ordered a mattress and paid extra for a two man delivery. Took a day off work and the delivery never arrived, had to fight with the courier company for them to agree to deliver the next day. Emailed Mattressesonline to advise this never turned up and to ask their courier company to be sure it did the next day as I had to lose an additional day of work. No apology or offer of refunding my additional delivery charge. They actually got back to me after the mattress was already delivered to say it would be with me the following day.

I decided to let it go and take another chance when ordering a week later for the spare room (wanted to be sure the mattress I chose was comfortable as they don't accept returns). Ordered on Friday for Monday delivery but had a family emergency so wouldn't be available for delivery so advised them of this and cancelled the order. They said it was already out for delivery so they couldn't process a refund, the delivery company had confirmed that the order was cancelled but over a week later I'm still waiting for a refund. Email requests, as they won't do anything over the phone, are met with vague answers about when I can expect this to be processed.

Luckily I paid with paypal so if it isn't resolved asap I can try and get my full payment back through paypal.

There are a lot of online mattress companies to choose from so do your homework.

I ordered and received a Myers My Comfy Mattress. The mattress received 9.6 out of 10 in the reviews. I've recently been diagnosed with Fibromyalgia and spend a lot of time in bed resting, so I needed a really comfortable mattress. THIS IS ANYTHING BUT!!! It's lumpy, hard and you can feel the springs. After a few days and very little sleep I called them to ask for an exchange. I was told that as I'd taken the plastic off that it was non refundable or even exchangeable. I asked to speak to someone higher up and spoke to a supervisor called Tonya. She was sympathetic and said she'd see of there was anything that could be done, she said she'd phone later that afternoon. Later that afternoon I receive an email telling me I could not have a refund or exchange. To me this is very bad customer service. I had a reasonable request, I wanted an exchange. The original mattress cost £240, money i can't afford to throw away! Given my medical condition I think this treatment is disgusting! I'll never buy again from them and will make it my mission to tell everyone I know how awful they are!

Ordered a mattress online and requested Saturday deliver, only to be told after the weekend had passed that they can't deliver to our area on a Saturday. With me being at work all week I was unable to be home for a weekday delivery and asked for a refund. Several weeks later and my money had still not been refunded - Lucky for us we had paid using PayPal and we were able to open a claim with them to get the money back!

I recently brought an expensive superking mattress and mattress protector from this company. The wife knew a mattress was to arrive as I was working. I never thought to mention the protector to her. I got home to find the new mattress all well and good. No sign of the mattress protector. My wife informed me that no mattress protector was left. The matter slipped my mind for a few days but I then phoned the company to state that no mattress protector had been delivered. The woman I spoke to was rude and I could tell thought that I was lying. However, she promised to investigate and call me back. She never did so a few days later I phoned again. I was asked to email the details to them. I then received a reply stating that the mattress protector was sent. They forwarded a photo of a mattress with the protector shown. At this point, I was getting really annoyed. If you have just spent £500/£600 on a mattress then why would you lie about a £20/£30 mattress protector. They were basically calling me a liar. I phoned to ask for a supervisor, but ended up having a heated discussion with the jobsworth customer advisor as no supervisor was available. I was told that my wife had signed to accept the goods and also to state that no rubbish / packaging was removed by the two young foreign delivery drivers. They did remove the packaging as I had paid an additional £25 for them to remove my old mattress so they also took the packaging. As the missing item was not raised within 24 hours, no replacement could be sent. I still felt that they didn't believe me. I'm not sure if the drivers accidentally took away the mattress protector, or whether they stole the mattress protector. All I know is that we never received what was paid for. I will never use this company again. Customer care is non-existent.

The worst experience ever.

bedframe was faulty and very poor quality. After 2 hours of construction with no written instructions (just diagrams) the bed collapsed in 20 minutes of use. I was blamed for constructing it wrong and they have refused a refund (so far). Will bone taking them to court just to make a point and show this terrible company and service up

I waited all day for my delivery yesterday. NOTHING. I sent emails, phoned numerous times today NOTHING. I used them because I needed the goods urgently. And I can't even cancel as they are unreachable. AND they have my money.

I ordered a new mattress online from this company for delivery next day. I paid extra to have the old mattress taken away. The mattress arrived just after lunchtime the next day. It was well wrapped up and protected and was delivered by two guys who placed the new mattress into our room of choice and took away the old one with the minimum of fuss. Impressive from start to finish.

THIS IS THE SECOND REVIEW,THEY TOOK THE OTHER ONE OFF THE WEBSITE,SAYS IT ALL REALLY.
DO NOT USE MATTRESS ONLINE UK.

Recently bought a mattress from this company.

Product was as described and good value for money.

Ordering and delivery was fast and efficient and I was kept informed throughout of the audit progress.

Delivered on the date promised.

i very rarely would comment on a company unless I receive very bad service, however feel I must comment on mattressonline as I have received excellent service
Ordered mattress yesterday about 11am & delivered next day before 10am by a very helpful & courteous delivery man
Needed mattress quickly as hopefully receiving new bed this week, other companies quoting 2-3weeks delivery
Will certainly recommend & use this company again

Ordered a mattress and I chose delivery date for Monday 15th which was promptly confirmed and money deducted from my credit card. Monday noon a phone call from Mattress World to say delivery delayed until Tuesday 16th, annoying but aceptable. Waited all day Tuesday, interlink link to track delivery informed it had not been despatched. Tried phoning Mattress World twice and was held for 20 minutes+ on both occasions on automated system so gave up. Sent 2 emails and received automated repiles. Wednesday 15th I managed to get through on the phone and they said they would look into it. A very nice lady rang back and informed me it was out of stock and the supplier had not notifed Mattress World and didn't know when it would be back in stock! It is up to Mattress World to carry stock control information, surely on computerised systems this is possible , this should be checked before accepting an order and deduction of payment. I am dealing with Mattress World and they have taken my money and let me down on delivery not the supplier. I have cancelled the order having wasted a lot of my time waiting and chasing an order Mattress World could not fulfill offering a very poor customer service. I am expecting a prompt refund, they should also compensate me for my time. Don't place an order with these people, totally unreliable.

Ordered 2 mattresses from this company, stayed in all day on scheduled delivery date nothing arrived, called them and they said it would definately be with us following day before 1pm, unfortunately it was delivered to wrong address in our estate, luckily the person it was delivered to let us know so we had to arrange recovery of items ourselves due to lack of help from Mattressesonline.co.uk never again will I order from this Company who are totally incapable of organising a delivery to the correct address. Totally disorganised Company 👎👎👎